Contact Center Exploration & Discovery Workshops The Contact Center Discovery and Exploration workshops allow us to gain a clear perspective of your contact center operations. The discovery workshop is focused on developing an understanding of the current state architecture and IT support. I’ve attached a contact center survey to collect information and context in advance of the workshop and is also useful to develop business cases. # CX Exploration ## Background How many distinct lines of business are supported in the contact centre? (eg, commercial, residential, retail, wholesale, etc) Are you using contact center for internal Uses such as help desk, finance, HR, etc.? What channels do you support? Apps Voice Video Chat SMS Email Social Media Digital Assistants Payment card/PCI? What are the availability SLAs or targets for your technology platform? Mini org chart Reporting structure - Executive leader What is the structure of decision making in their organization? Centralized or decentralized? - Who are the key decision makers for implementing a plan for changes to the contact centre? How important is CX & EX to your organization's strategy? - Is there an executive that is accountable for CX? CXO, CDO? Of your leading offers, what is the customer's top priority? Competitive pressures? Are their pending or recent acquisitions or spinoffs that require changes to their IT infrastructure and services? What do they view as the problems in their contact centre today and what are the primary causes? CX / Customer Success Leadership: Are your contact centers managed by the same person? - Managers: - Team Leads: - Agents: Who carries the cost of contact centre agents and supervisors? What revenue is generated by the contact center? Do you have KPI targets for CX?: CSAT: NPS: CES: How are you doing? Is there a VOC program in place? • ROI/business value known? • How do customers rate the experience they receive from your organization? 0-5 What are the key features of their corporate culture? Is their a Voice of the Agent, or Employee satisfaction survey in place? - How are they doing? Automation strategy? Any inflight projects? - Any CX or EX improvement initiatives? Decision Channel management strategy? Are your customer experiences personalized? Do you have a clear set of design guidelines for CX? Personas Journey Mapping Tools: How are processes managed? ## CX Strategy How is the value of Customer Experience defined within your organization? - CX is a key BPI, recognized & measured as a financial value Strategic Value What revenue is generated by the contact center? What are the key capabilities / services that are delivered by the contact centre? Proposition How are you using CX innovation to create market disruption? How are competitors using CX to create competitive differentiation? Organization Structure & Operating Model Is there an executive that is accountable for CX? CXO, CDO? Is there a CX team? Do the CX insights team regularly educate the business How are decisions made in the organization, is it centralized or decentralized? - Who are the key decision makers for investment and changes to the contact centre'? - Channel management strategy? Who carries the cost of contact centre agents and supervisors? Are they managed by the same person? What are the teams? How are processes managed? Describe your automation strategy. Are there any desires or goals related to the contact centre? - Who is your leader for Data & AI? Are there any inflight projects that would impact the contact centre? Are there recent or pending acquisitions or spinoffs? Insight How do you use analytics & data to generate a consolidated view of your customer experience? Is there a VOC program in place? • ROI/business value known? • How do customers rate the experience they receive from your organization? 0-5 Approach Continuous Improvement How is customer insight used to drive CX improvement, loyalty and profitability? How do you anticipate needs? Do you have a clear set of CX design guidelines for CX? Personas Journey Mapping Tools: Do you have KPI targets for CX?: CSAT: NPS: CES: How are you doing? Employee Engagement Please describe you about your employee / Agent engagement strategy How engaged are your people in delivering the customer experience? Do you have a VoA/VoE program in place? How are you doing? ## Channels May 6, 2025 2:52 PM Inbound Hours of operation Who contacts the contact center? (Demographics, their situation) Are certain callers or groups prioritized? Languages? English Canadian French Spanish Video Average number of active agents: Voice Average number of active agents: Toll Free numbers & DIDs: Approximate quantities or a list Hours of operation? Any 24x7? Average Wait Time: Average Abandon rate: Average Handle Time: Average Call Hold Time: Average After work call time: Time to authenticate a caller: % of calls transferred? Internally? Externally? 3rd parties handling certain types of calls, or being conferenced in? Courtesy Callback/Virtual Hold Post Call Survey First Call Resolution Rate? Average revenue per call (sales)? Email, range of logged in users: ○ Response time: ○ Email server Chat, range of logged in users: Web Chat Internal Web Chat External App Integration / embedded SMS Facebook Messenger WhatsApp Telegram iMessage Web Site Forms Mobile Apps Top 3-5 Inbound contact reasons and approximate % of calls: 1. Cost Per call? Average Handle Time? Busiest days: Least busy days: Seasonal variances? What are your most difficult, commonly occurring calls? What is the easiest commonly occurring call? Outbound Hours of operation Voice, range of logged in users: Preview, volume Predictive dialer Email, range of logged in users: SMS, range of logged in users: Recorded announcement, ports: Self service applications Transfer to agent Live agent connect Campaign management DNC management Top 3-5 outbound contact reasons and approximate % of calls: 1. After call work? ## Agent & Supervisor Environment Location types: - WFH: - Offices: Hard phone Soft phone CODEC? Headset, wireless?: Agent greeting or pre-recorded messages Whisper announcement PC Desktop Laptop VDI Agent & Supervisor desktop (omnichannel?): Custom gadgets Screen pops Workflows Standard browser: SSO: Applications used to handle calls: Knowledge Management: ## Routing & Automation Self Service IVR Persona? Branding? Style guides? Voice actors? DTMF Speech Speech recognition Text To Speech Natural Language Understanding Voice Biometrics Self service applications: ID & Validate Deflection Situational Offer (Outage/ Time of Day / Scheduled) API integration: CRM Intent Capture Intent prediction Offer push based on prediction/account attribute Virtual Agents Processes Agent Assist RPA Current challenges or desired capabilities Process management Desire to automate DevOps team? Digital Assistant Apps Alexa Google Assistant Siri ## Routing & Automation Self Service IVR Persona? Branding? Style guides? Voice actors? DTMF Speech Speech recognition Text To Speech Natural Language Understanding Voice Biometrics Self service applications: ID & Validate Deflection Situational Offer (Outage/ Time of Day / Scheduled) API integration: CRM Intent Capture Intent prediction Offer push based on prediction/account attribute Agent Assist RPA Current challenges or desired capabilities Process management Desire to automate DevOps team? Digital Assistant Apps Alexa Google Assistant Siri Workforce Engagement May 6, 2025 2:50 PM Call Recording/QM • How is call recording used? Compliance Screen capture Voice transcription Real time Desktop analytics Retention period Quality Management Do you have a quality team? Who do they report to? How many people work for the team? Scorecards Score method and metrics? How many assessments are conducted? Coaching Live Monitor • Locations with CR • Number of Named Agents: Workforce Engagement • What is your recruitment process? • What qualifications are required for the call center? • What is the average staff tenure? • What is the attrition rate? • What proportion of the staff leave for other positions in the company per annum? ○ Are staff hired for the CC from other parts of the organization? • Do you measure agent & supervisor experience? ○ How are they doing? ○ What type of recognition program do you have in place? • Agent adherence measure? ○ KPIs ○ Gamification ○ How long is a shift? ○ What breaks are allocated ○ What annualized utilization % do you calculate? • Forecasting & Scheduling ○ Peak call volume days, time of month, year? ○ Validate historical data ○ How are calculations performed (algorithms used) ○ WFM Interval (15/30 minutes) • Intraday/ Realtime adherence ○ What happens when you are out of compliance, surprises happen? • Payroll Integration ○ Payroll platform • Satisfaction with current tool(s)? ○ Multiskilled agents ○ FTE Calculations • Agent self-service? ○ How are absences reported? ○ Shift bids / swaps ○ Performance metrics • Number of Named Agents: • Integration to 3rd party ○ outsourcer / overflow: ○ Payroll: ADP / Workday Training • Onboarding process ○ How long is it? ○ Training format? ○ Assessment? eLearning QM Integration ## Reporting & Insights Reporting • Real time • Historical • What are the key metrics that you report on? Data source integration Dashboards Wallboards Agent & Supervisor status Analytics & Insights Do you have an integrated view of customer details and contact history? CRM: Does your contact centre collect and use customer insight? Predictive engagement: What sort of data analysis do you perform? Do you have an analytics or business insights team? How many people? BI Platform: What executive level reporting do you perform? Marketing Team interlock